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Larry Benz in PPS Impact Magazine

Managing an Adverse Experience by Ending on a High Note
Perspectives from Larry Benz, DPT, MBA
Written by Kristen Wilson, PT, DPT

Our patients experience many versions of customer service in their daily lives ranging from extraordinary to lackluster and, as a result, have become effective evaluators of quality, and demand more from their providers than ever before. Access to information regarding the caliber of service is easy, thanks to online reviews and comment boards, leaving the provider exposed to consumer opinion. In an environment where an isolated, negative impression could lead to a backlash of online criticism, how can the provider best manage an adverse customer experience to mitigate fallout?

Read more of Managing an Adverse Experience by Ending on a High Note here.

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Sea Girt, NJ Phone: (732) 449-2001

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Sedro-Wooley, WA Phone: (360) 428-2700

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Corpus Christi Phone: 361-992-1933

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Wichita, KS Phone: (855) 745-0278

Strive Physical Therapy & Sports Rehabilitation

Moorestown, NJ Phone: (800) 903-4142

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Alexandria, LA Phone: 318-443-3111

Xcel Sports Medicine

Vandalia, OH Phone: 937-890-9235

Colorado in Motion

Fort Collins, CO Phone: (970) 475-8651

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Calabasas, CA Phone: (800) 766-7876

Mountain River Physical Therapy

Parkersburg, WV Phone: (304) 865-6778

Preferred Physical Therapy

Kansas City, MO Phone: (866) 412-5554

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San Antonio TX Phone: 888-709-7096

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San Antonio, TX Phone: 877-348-4975

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Spring Hill, FL Phone: (352) 597-8996

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The Villages, FL Phone: (352) 728-6636

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Lexington, KY Phone: (859) 264-0512

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Louisville, KY Phone: (502) 442-7697

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Tallahasee, FL Phone: (850) 877-8855

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Louisville, KY & Evansville, IN Phone: (888) 591-8280

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Oklahoma City, OK Phone: (866) 866-3893

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El Paso, Texas Phone: (915) 581-9606

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Baton Rouge, LA Phone: (225) 206-5292

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Fort Worth, TX Phone: 888-658-8483

Redbud Physical Therapy

Tulsa, OK Phone: (866) 866-3893

Capitol Physical Therapy

Madison, WI Phone: (608) 527-0602

BreakThrough Physical Therapy

Raleigh, NC Phone: (866) 922-0012

Proactive Physical Therapy Specialists

Portland, OR Phone: 866-922-1175

RET Physical Therapy Group

Seattle, Washington Phone: 844-708-7982

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Pappas OPT Physical, Sports and Hand Therapy

Providence, RI Phone: (401) 205-3423

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